Customer Care Supervisor

Renewal by Andersen - Tiffee Companies; Portland (OR); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

401(k) with company match

PTO & holidays

Collaborative culture

Job summary

Renewal by Andersen of Oregon, part of the Renewal by Andersen network, is seeking a Customer Care Supervisor to lead 10-15 coordinators and drive a best-in-class customer experience in an in-office setting.

You will coach, develop, and serve as escalation point for complex customer matters, reporting to the Customer Care Manager, with a focus on accountability and collaboration across departments. This full-time role offers competitive pay and benefits.

Qualifications

• 2-5+ years of customer service or support experience; prior leadership or supervisory experience strongly preferred.
• Customer-centric mindset balancing customer experience with business goals.
• Excellent written and verbal communication with de-escalation skills.
• Strong organizational skills with ability to manage multiple priorities.

Responsibilities

• Lead & Develop Team: Oversee daily operations of 10-15 Customer Care Coordinators to ensure productivity and policy adherence.
• Performance & Quality Management: Monitor KPIs, conduct QA evaluations and call monitoring, maintain documentation.
• Escalation & Issue Resolution: Serve as primary contact for complex or high-impact customer concerns.
• Talent Support: Assist with hiring, interviewing, onboarding and training new team members.
• Cross-Functional Collaboration: Partner with Accounting, Production, Sales, and other departments to resolve matters.
• Team Engagement & Culture: Promote morale, accountability, retention, and a positive environment.
• Process Improvement: Continuously evaluate and improve operational processes; site visits for training.
• Additional Support: Step in to support Customer Care I-III responsibilities and other duties as assigned.

Skills

Leadership experience

Customer service

Communication

Problem solving

Project management

Tools

Salesforce

Microsoft Office

Job description

Our Story

We're part of the Renewal by Andersen network - one of the most respected names in window and door replacement - and there's no better time to join. We've built a culture where people stick around: strong leadership, a great team, and real investment in your growth. We're backed by 120+ years of Andersen craftsmanship, and we're not just filling a role. We're looking for someone to grow with us.

At Renewal by Andersen, we are committed to delivering an exceptional home improvement experience from start to finish. The Customer Care Supervisor plays a critical leadership role in ensuring that promise is upheld by guiding, coaching, and developing our Customer Care team while also serving as a point of escalation for complex customer matters.

This position balances team leadership and operational oversight. You'll lead a team of 10-15 Customer Care Coordinators in a collaborative, in-office environment focused on accountability and delivering a best-in-class customer experience. This role reports directly to the Customer Care Manager, who provides guidance on coaching, training, and policy decisions.

What's in it for You?

• Competitive Compensation: Salary ranging between $60,000-$70,000 based on experience and leadership background.
• Comprehensive Benefits Package: Health, dental, vision, and long-term disability coverage.
• 401(k) with Company Match: Competitive company contributions to support your financial future.
• Paid Time Off & Holidays: Generous PTO and 6 company-paid holidays to promote work-life balance.
• Collaborative Culture: Be part of a supportive, team-oriented environment focused on service excellence.

Responsibilities

• Lead & Develop Team: Oversee daily operations of 10-15 Customer Care Coordinators to ensure productivity and policy adherence. Provide coaching and performance feedback in partnership with the Customer Care Manager.
• Performance & Quality Management: Monitor KPIs, conduct QA evaluations and call monitoring, maintain documentation, and proactively address performance trends.
• Escalation & Issue Resolution: Serve as the primary point of contact for complex or high-impact customer concerns, including returned product investigations.
• Talent Support: Assist with hiring, interviewing, onboarding and training new team members. Identify training needs and partner with the Customer Care Manager to address them.
• Cross-Functional Collaboration: Partner with Accounting, Production, Sales, and other departments to resolve customer matters effectively.
• Team Engagement & Culture: Promote morale, accountability, retention, and a positive team environment.
• Process Improvement: Continuously evaluate and improve operational processes; occasionally conduct job site visits for team training purposes.
• Additional Support: Step in to support Customer Care I-III responsibilities and perform other duties as assigned.

Qualifications

• Experience: 2-5+ years of customer service or support experience; prior leadership or supervisory experience strongly preferred.
• Customer-Centric Mindset: Strong understanding of the customer lifecycle and ability to balance customer experience with business objectives.
• Communication & Conflict Resolution: Excellent written and verbal communication skills with the ability to de-escalate concerns and protect company interest.
• Critical Thinking & Decision-Making: Proven ability to assess complex situations, exercise sound judgment, and implement effective solutions in time-sensitive environments.
• Organization & Execution: Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced setting.
• Industry Experience (Preferred): Background in construction, home improvement, customer success, or project/process improvement environments. Project management experience is a plus.

Technical Skills & Work Requirements

• Systems & Software: Proficient in Microsoft Office Suite and communication platforms; intermediate experience with Salesforce, including reporting.
• Operational Knowledge: Understanding of Accounts Payable/Receivable processes and customer experience metrics such as Net Promoter Score (NPS).
• Physical Requirements: Ability to sit or stand for extended periods, perform repetitive hand movements, frequently use phone and computer systems, and occasionally bend or lift up to 50 lbs.
• Professional Resilience: Ability to manage personal stress and foster a positive, professional team environment.
• Work Environment: Full-time, in-office, business casual role.

$60,000 - $70,000 a year

Join Us

Joining Renewal by Andersen of Oregon, as a Customer Care Supervisor, means being part of a team that values strong collaboration, and an exceptional customer experience.

Renewal by Andersen Corporation is the full-service window-replacement division of the Andersen Corporation with over 100 locations across North America.

Tiffee Companies is an Equal Opportunity Employer committed to fair hiring practices. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. We conduct background checks and drug screens in order to create a welcoming and safe environment for all team members.